Patient Service Liaison

Job Description

Be a part of a world-class academic health-care system at UChicago Medicine as a Patient Service Liaison in the Patient Family Insights Department. This position is hybrid and you will need to be based in the greater Chicagoland Area.


The Patient Service Liaison provides system support to staff, primarily the management team, enabling staff to be effective problem solvers able to facilitate a satisfactory and efficient patient encounter across the health system. The position conducts and facilitates critical conversations with and between staff, patients, patient representatives and visitors. The position helps foster a culture supporting transparency, effective problem solving and compliance with state and federal regulations. The position establishes and maintains collaborative and productive relationships with the management team.


Essential Job Functions

• Educate UCM staff on patient rights and experience trends with service recovery techniques for timely resolution
• Direct patients and representatives to appropriate organizational resources as needed to meet their needs across the system
• Serves as a liaison to UCMC and Medical staff as related to patient rights with available resources
• Manage records and data related to patient, patient representative, visitor and staff escalations related to operational issues that are distinct from direct clinical care concerns
• Summarize data trends and communicate themes with appropriate department leaders
• Perform data analysis at the macro level to identify organizational initiatives aimed at improving the patient and visitor experience
• Ensure accurate documentation of department activities, including complaints and grievances
• Educate UCM staff on patient rights and experience trends with targeted service recover
• Ensures compliance with organizational policies and all state and federal laws and regulatory requirements (e.g. CMS) by maintaining a robust, accurate and timely issue resolution process and reporting database
• Receives, screens, routes, and/or responds to all incoming inquiries for information, directions, or concerns
• Manage patient feedback and complaints from initial contact to the resolution to prevent escalation to formal grievance when appropriate
• Identify grievances and execute a grievance process that meets regulatory requirements
• Perform immediate service recovery
• Assist in departmental collaboration for investigations with timely resolution
• Navigate organizational structure, policies, and procedures to determine the most efficient path to resolve a complaint and/or grievance
• Perform other duties as assigned

Required Qualifications

• Associate Degree in Business/Health Administration or prior hospital experience
• Strong customer service skills, expert service recovery skills
• Superior critical thinking skills and ability to generate ideas and fresh perspectives
• Ability to build strong working relationships with staff and leaders at all levels
• Excellent communication skills: the ability to effectively and efficiently communicate internally and externally both verbally and in writing
• De-escalation skills; exhibits the consistent ability to maintain a productive and professional tone and demeanor regardless of others' inability to do so
• Proficient in the use of PC with experience with MS Office suite, specifically Excel, Word, PowerPoint, and database management packages

Position Details

• Job Type/FTE: Full Time
• Shift: Days
• Location: Hyde Park (Rotational)
• Unit/Department: Patient Family Insights
• CBA Code: Non-Union